Technology Support Coordinator
- Ensure that any support issues brought to the attention of the TSC student pool are effectively resolved including issues escalated to level 2 network support
- Participate in escalated level 2 network support issues and escalate to level 3, if needed
- Refine, develop and improve the workflows and processes of the student TSC
- Oversee the creation of an internal knowledge base born from the successful maintenance and installation of computer software and hardware
- Manage the TSC technical student staff
- Create work schedules that guarantee end-user support during defined business hours
- Verify that any solutions provided by third party support vendors effectively address the reported issue
- Identify recurring support issues and develop creative solutions to address the root cause of the issues
- Participate in the communication process for any system disruptions and/or outages
- Provide student staffing and support for any large-scale projects during the summer term.
- Participate in and promote a culture of continuing quality improvement
- Other related duties as assigned
- Bachelor's degree in any management or technology field, or 2+ years of work equivalent experience in technology customer service, technology or end-user support.
- Demonstrated ability to communicate effectively on the phone, in person, in email, in chat systems, or via virtual conferencing tools
- Sensitivity to customer needs, an interest in people, and the ability to grow relationships
- A propensity and willingness to learn new technologies
- Advanced knowledge of common computer operating systems and software applications
- Advanced knowledge of computer hardware including PCs, Macs, Printers, Tablets, Mobile Devices, etc.
- Detail-oriented, with the ability to record, organize, and communicate details
- Ability to meet deadlines, solve problems and work as a member of a team
- Ability to perform the physical requirements of the position
- Willingness to support the Catholic and Franciscan values of the university
- Master's degree in any management, education or technology field
- 5 + years' experience in a computer support role
- 5+ years' experience managing and developing IT support methodologies across multiple platforms
- 5+ years' experience managing and developing student workers
- Experience administering a ticket tracking system
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